The cultural change initiative, change the way we work is most ...

[Bob-Dole]

The cultural change initiative, change the way we work is most directly related to:
 A) empowerment.
  B) enfranchisement.
  C) re-engineering.
  D) recruitment.
  E) training.

Question 2

According to the servuction model, factors that influence the customer's service experience include all of the following except:
 A) price.
  B) contact personnel/service providers.
  C) other customers.
  D) servicescape.
  E) organization and systems.

[allisonblackmore]

Answer to Question 1

C

Answer to Question 2

A